[Remote] Assigned Support Engineer (Australia) at GitLab

Australia

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Not SpecifiedCompensation

Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Technology, SoftwareIndustries

Requirements

Experience in managing customer-facing cases throughout the support lifecycle
Advanced problem-solving capabilities with the ability to navigate technical challenges
Proactive support mindset
Experience with GitLab and CI/CD
Excellent Linux systems administration knowledge

Responsibilities

Provide technical support to GitLab's largest customers
Proactively engage with and build rapport with key customer stakeholders
Collaborate with Product, Development, Infrastructure, Customer Success, and Sales teams to build new features and fix bugs
Troubleshoot and resolve complex support issues via Zendesk tickets, email, and video conferencing
Collaborate with Support Engineering team members through Pairing Sessions
Participate in hiring processes by reviewing applications and assessments, and by participating in interviews

Skills

Key technologies and capabilities for this role

GitLabDevSecOpsLinuxCustomer SupportTechnical TroubleshootingAI ToolsSDLC

Questions & Answers

Common questions about this position

What is the salary or compensation for this Assigned Support Engineer role?

This information is not specified in the job description.

Is this Assigned Support Engineer position remote or does it require working in an office in Australia?

This information is not specified in the job description.

What key skills are required for the Assigned Support Engineer role?

The role requires deep technical expertise, Linux administration skills such as using strace for troubleshooting performance problems, and the ability to resolve complex technical issues. Strong collaboration skills with Product, Engineering, and other teams, along with proactive customer engagement, are also essential.

What is the company culture like at GitLab for this role?

GitLab has a high-performance culture driven by values and continuous knowledge exchange, where every voice is valued, careers accelerate, and innovation flourishes through collaboration with industry leaders. Team members are expected to embrace AI as a core productivity multiplier in daily workflows.

What makes a strong candidate for the Assigned Support Engineer position?

Strong candidates combine deep technical expertise in troubleshooting complex issues, like Linux administration with tools such as strace, with strategic customer engagement skills to prevent issues proactively. Experience collaborating across Product, Engineering, and Sales teams to influence product roadmap and resolve customer blockers is key.

GitLab

Unified DevOps platform for software development

About GitLab

GitLab offers a DevOps platform that simplifies the software development process by providing a single application for collaboration, visibility, and speed. The platform integrates various tools needed for software development, which helps teams manage their projects more efficiently without juggling multiple tools. This allows companies to concentrate on enhancing their products instead of spending too much time on builds. GitLab serves a wide range of clients, including large corporations from different industries, demonstrating its versatility. The company operates on a subscription-based model, where clients pay for access to the platform, which includes features for continuous integration and deployment. GitLab also provides free trials and regularly updates its platform to deliver ongoing value to its users. By customizing its offerings and partnering with other technology providers, GitLab aims to enhance its ecosystem and drive revenue.

San Francisco, CaliforniaHeadquarters

2014Year Founded

$421.8MTotal Funding

IPOCompany Stage

Consulting, Enterprise SoftwareIndustries

1,001-5,000Employees

Benefits

Spending Company Money

Equity Compensation

Life Insurance

Financial Wellness

Paid Time Off

Growth and Development Benefit

GitLab Contribute

Business Travel Accident Policy

Immigration

Employee Assistance Program

Incentives

All-Remote

Part-time contracts

Meal Train

Fertility & Family Planning

Parental Leave

Risks

AI-powered coding assistants like Claude pose a competitive threat to GitLab's platform.

Potential sale to Datadog may lead to strategic shifts misaligned with customer expectations.

Integration of Oxeye may distract from GitLab's core DevOps offerings.

Differentiation

GitLab offers a unified DevOps platform, reducing complexity in software development.

The platform integrates tools for collaboration, visibility, and speed, enhancing development processes.

GitLab's open-source model fosters continuous innovation with a large developer community.

Upsides

Acquiring Oxeye enhances GitLab's cloud security, appealing to security-conscious enterprises.

Partnership with Ooredoo Kuwait expands GitLab's influence in the telecommunications sector.

Potential sale to Datadog could create strategic synergies and expand market reach.

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